Soumendu Roy

Service Delivery
Ensure adherence with Security and Compliance policies and procedures within Service Delivery scope
Responsible to manage Regional projects like Windows10 migrations & deployment, ABW setup for Novartis NOCC across globe, CARBON Initiatives, Office 365 migration, NAS setup, Internet line expansion, GSOC (Global Security Operations) setup, R&D Lab Setup, Intune Migration etc. Accountable for providing computing, networking and remote services for 120K+ employees across globe
Established Global Service Desk with strategic partner post RFP evaluation and validation
Manage all KPIs and XLAs for Service Desk on a weekly/monthly basis. Drive CI Projects to enhance customer satisfaction.
Established Interact desks across globe to assist customers in their desktop application and general queries
Tested and implemented new technology-based projects for Video Conferencing and WebEx Applied approach for automatic recovery on global devices thus reducing the service request count by 25%
Managing service providers for Internet Leased line (ILL), PRI lines for all Novartis sites across globe
Assess infrastructure and application communication channels internally and externally
Conduct infrastructure review on different physical and technical levels to achieve required confidentiality, availability, integrity requirements (CCTV, PKI, Biometric, Vulnerability Management) Responsible for Auto Pilot Machine enrollments for the users which will overall reduce the time for the PC allocation for break fix and new onboarded
Responsible for Global Asset Management. Managing 120k+ Nodes across globe and 50k+ end user devices
Responsible to manage KM System in ServiceNow for central knowledge repository

Program Management and Governance
Establish and maintain an effective governance framework for multiple DDIT programs, ensuring alignment with the organization's IT strategy and goals. Develop and enforce governance policies, standards, and procedures.
Provide oversight and guidance to Novartis DDIT programs throughout their lifecycle. Monitor progress, review key deliverables, and ensure compliance with project management methodologies and best practices.
Work closely with global Service Delivery Managers to understand organizational priorities and objectives. Ensure that IT programs are aligned with these strategic goals.
Identify and manage risks associated with DDIT programs. Develop risk management strategies and ensure appropriate risk mitigation measures are in place.
Build strong relationships with key stakeholders and leadership, including IT leaders, business units, and external partners. Facilitate communication and collaboration to ensure successful program outcomes.
Establish metrics and key performance indicators (KPIs) to measure program performance. Provide regular status updates and reports to executive management and other relevant stakeholders.
Collaborate with IT finance and resource management teams to ensure effective allocation of budget and resources for IT programs.
Manage day to day conflicts arising out of team meetings and deliberation sessions. Ensure logical conclusion in interest of the project
Drive CI to increase program efficiency and effectiveness
Drive training and awareness programs for project managers and stakeholders
Focus on compliance while delivering global projects. Ensure Novartis security standards are always adhered and followed.
Effective vendor management for on time delivery of services and products

Leading and facilitating Service Transition work-streams
where required
Developing and agreeing Transition acceptance criteria for services, and governing the delivery against them and/or managing the associated risk(s)
Matrix management of transition work stream teams – coordinating and monitoring resources and actions as necessary
Establishing and operating transition governance controls – in order to identify and manage areas of shortfall or risk and working towards mitigating these
Working with Support and Service Delivery teams in order to develop and mature the Transition processes, and embedding these into methodologies used to deliver change
Acting as the Service Management lead for new services during their warranty period providing continuity between project and run-state stages
Owning the delivery of knowledge transfer activities - to ensure appropriate levels of knowledge for new services to key operational teams are in place
Working with project teams to ensure key operational teams are equipped with the necessary skills, knowledge, tools and documentation to support new or changed services
Continually improving the Service Transition processes and ensuring the improvements are embedded into day to day activities
Providing support to other Transition teams to ensure continuity of service is maintained on priority activities.

Ensures customers are able to make contact when required and to be able to do so efficiently. Monitors and manages queue lengths and call wait times, keeping to a minimum. Ensures that all job responsibilities of all reporting staff are being carried out. Escalates as appropriate when services are affected.
Maintains all Service Level targets and ensures these are met on a daily, weekly and monthly basis. Monitors and identifies service level challenges.
Oversees the management of all incidents, queries or service requests through to successful resolution and closure. Assures the provision of incident management and support to customers and resolver groups in accordance with the standard procedures and customer obligations.
Ensures functional communication with customers and all service delivery teams. Acts as a point of escalation for complaints, enquires or issues, in accordance with the complaints/escalation handling process.
Participates in client reviews and other required meetings as appropriate.
Ensure that business stakeholders are informed as and if required of major outages, utilising the emergency message function of the telephone system and also any other interfaces established.
Proactively identify areas within scope that require improvement and deliver an improved procedure/process or tool.
Provide leadership to team members (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure they are able to deliver consistent and effective support to the customer. Ensure that team members attend appropriate training.
Continually drive change and improvement within the team. Fosters a culture of improvement, including clear avenues for input of suggestions. Ensure worthwhile ideas are thoroughly considered for feasibility and implemented where warranted. Leads by example by always providing outstanding customer service throughout all communications with the customer, with strong team work and inter-team collaboration.
Retain staff attrition rate at a low level with a focus on positive attrition.
Participate in hiring activities and conducts candidate interviews when needed.
Conduct regular team meetings where customer-related issues are communicated along with current service performance and goals.
Facilitate administrative tasks such as regular performance reviews, payroll and attends to HR-related concerns of direct reports.
Take on new work that requires operational delivery once the impact and feasibility and resource assessments in conjunction with the Operations Manager have been completed. Act as the point of contact and account/program prime whenever required

Lead the frontline team and contribute to operations by delivering outstanding customer satisfaction, ensuring the efficient operation and quality compliance of the team, providing excellent leadership and team development, and ensuring that the team members are fully engaged to respond to all customer requirements in line with contractual and service level requirements.
Complement the overall direction of the program by assisting the manager in day-to-day operations management.
Ensure high team engagement by providing mentoring and guidance to direct reports, ensuring coaching and career discussions happen as expected.